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neil300370
Beginner
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Message 1 of 15

Home hub 6 dropping connection

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I have now had a home hub6 for two weeks. Week one good, week two erratic wireless response across devices followed by loss of all broadband connection every morning until rebooted. This was accompanied by message from hyperbole manager to call by. They are now apparently monitoring the line but have not been back in touch. We now get constant drop uot and need to reconnect all our devices, iPhones, iPads, Microsoft surface pro (the failure is not selective!).  On my experience I would probably recommend saving the £50 for a home hub.....

i will wait to see what happens

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Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: Home hub 6 dropping connection

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Message 3 of 15

Re: Home hub 6 dropping connection

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I've been looking around for someone with this problem which is similar to mine.

 

My desktop PC is connected to the HH via ethernet, all other devices by WiFi. The very day I got the HH I discovered that, the PC would lose the internet connection and not regain it on 'waking'. I had to reboot. The lady on the helpdesk suggested I switch the cable to a different port on the HH which I did and it solved the problem. Unfortunately the problem has re-surfaced - PC sleeps, connection lost, reboot to regain connection. The HH continues to work and WiFi devices continue to receive an internet connection.

 

I have switched the cable to a different port again, but didn't have time before leaving for work to check it yet!

 

So far no resolution, apart from not letting the PC sleep.

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neil300370
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Message 4 of 15

Re: Home hub 6 dropping connection

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Broadband connection drops every day, first it loses wireless, then wired connections and then re connects again.  India says they have "reset the line and DEFINATELY fixed it (3 times at least)  Your line is being monitored and please call if it happense again (3 times), it is like being in a groundhog loop......

 

Have decided to reinstate hub 5 and see if that is more stable, if it doesnt drop it would seem to me that it is a hub sensitivity issue - not that india will ever believe it................

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Message 5 of 15

Re: Home hub 6 dropping connection

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I have had exactly the same problem you report. The HH6 worked fine for a week and then everything stopped. I'd restart it, and the problem continued. I'm going to phone them up and ask for my money back. I'll use my HH5 - it works well but I saw their television advert and thought I'll have some of that. Not any more.
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neil300370
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Message 6 of 15

Re: Home hub 6 dropping connection

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Finally after managing to somehow by passing India, a specialist engineer was sent from BT by the helpful complaints department.  He tested the line, found an imbalance coming into the property on the exisitng line.  He swithched it to an unused line coming to the house that was 100%.  He switched them and touch wood - no drop out since.  A pleasing result but should I really have suffered remote line checks, 30 minute calls and repeated nonsense before it was taken seriously....

But the complaints department were excellent, very efficient and keen to address the problem

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neil300370
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Message 7 of 15

Re: Home hub 6 dropping connection

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Specialist engineer found line imbalance and switched lines coming into house, problem solved
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rogerhaigh
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Message 8 of 15

Re: Home hub 6 dropping connection

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can you give me the fault reference number - i have the same problem and it would help if i could give a specific reference fo ra similar fault.

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Distinguished Sage
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Message 9 of 15

Re: Home hub 6 dropping connection

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Fault reference numbers are personal to an individual customer not for a particular type of fault
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G4RHL
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Message 10 of 15

Re: Home hub 6 dropping connection

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Your experience is not unusual. I have had BT Home Hubs 4, 5 & 6 over the years and none have been wonderful. I got the latest on the back of it being said to be powerful. BT themselves say it’s the “UK’s most powerful Wi-Fi signal”. Nonesence, iPads and iPhones dropping out with the Hub were a regular occurrence. Constant rebooting needed. I could guarantee several times a day. With the Home Hub 6 and the early versions. Fed up I bought a BT Openreach modem on eBay, bought a Netgear router and have had no problems since I installed it all last January. Not a single drop of signal or disconnection. It all works the way the BT Home hubs ought to work but in my experience over a number of years don’t. I can even use Wi-Fi down the garden. No way could I do that with BT’s version.

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